Remote IT Service Desk Engineer – Tier 1 Support

New Charter Technologies, LLC; Kansas City (MO); Remote; USD 45,000 - 55,000; Full time

Job summary

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer to support end users remotely across client environments. You will resolve printers, password resets, MFA issues, antivirus alerts, and assist with new user setups while documenting in IT Glue and ConnectWise PSA.

You will interact with customers regularly, maintain strong communication, and join team meetings to stay aligned. A two-year technical degree and MSP experience are preferred.

Qualifications

• Two-year technical degree and 1-5 years of service center support experience.
• Experience with MSPs preferred but not required.
• Certifications such as A+ or Network+ preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Work from centralized Service Center or remotely to support client environments.
• Support desktops, VMs, and co-located systems in collaboration with service teams.
• Rapidly adapt to new technologies and maintain updated knowledge of computer systems.
• Maintain detailed documentation using ITGlue and ConnectWise PSA (ConnectWise Manage).
• Provide daily customer interaction with a professional and positive attitude.
• Attend team meetings and improve technical skills continuously.
• Manage ticket resolution, follow-ups, and proactive reviews of client systems.

Skills

Communication

Problem-solving

Teamwork

Organizational skills

Education

Two-year technical degree

1-5 years service desk experience

Tools

ConnectWise PSA

IT Glue

N-able/N-central

ConnectWise Manage

Azure AD/Entra ID

Active Directory

Nilear

Job description

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer to support end users remotely across client environments. You will resolve printers, password resets, MFA issues, antivirus alerts, and assist with new user setups while documenting in IT Glue and ConnectWise PSA.

You will interact with customers regularly, maintain strong communication, and join team meetings to stay aligned. A two-year technical degree and MSP experience are preferred.